Waterside Lodge

Updated 8 August 2019

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. This inspection was planned to check whether the provider was meeting the legal requirements and regulations associated with the Act, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.

Inspection team:

The inspection was carried out by two inspectors, an assistant inspector and an Expert by Experience with experience of services for older people. An Expert-by-Experience is a person who has personal experience of using or caring for someone who uses this type of care service.

Service and service type: Waterside Lodge is a residential care home providing accommodation, nursing and personal care to older people, some of who may be living with dementia.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection:

The inspection was unannounced.

What we did:

Before the inspection, we reviewed information we had received about the service since the last inspection in 2016. This included information that the provider must notify us about. We also asked for feedback from professionals who work in the local authority commissioning and safeguarding teams.

During the inspection we spoke with the registered manager, a nurse, the receptionist, Two members of catering staff and three care assistants. We also spoke with nine people who used the service and seven visiting relatives. We reviewed elements of four people’s care records and looked at systems for managing medicines. We also reviewed records and audits relating to the management of the home. We asked the registered manager to send us further documents after the inspection. These were provided in a timely manner and this evidence was used to inform our judgements.

Updated 8 August 2019

About the service: Waterside Lodge provides nursing and personal care for up to 64 older people, some of whom are living with dementia. Accommodation is provided over four floors with passenger lift access. There are 62 bedrooms, the majority of which have en suite facilities. Three of these rooms can be used for double occupancy. There are a variety of communal areas including lounges, dining rooms, a reading room and a hairdressing salon. There were 62 people using the service when we visited.

People’s experience of using this service:

The service maintained its overall rating of Outstanding awarded at the last inspection in 2016. All of the feedback we received from people who lived at the home and their relatives was of a service where staff’s commitment resulted in exceptionally high standards of person centred care and support.

Staff were exceptionally kind and caring towards people and had developed very strong relationships with them, knowing them in detail, including their histories, likes and dislikes. People had a say in the staff who worked at the service and the fondness and appreciation people had for staff was very evident.

The service was exceptional at helping people experience positive outcomes. People were supported to follow their preferred routines, set goals for new achievements and maintain and develop contact with relatives, friends and the community.

There was a truly person-centred approach to care. Care and support was planned following careful and continuous assessment of people’s abilities and needs to make sure people retained as much independence and control as possible.

The service provided exceptional and compassionate end of life care and took into consideration the needs of relatives and friends.

The service had a proven track record of providing exceptional care and support. Leadership and management was of high quality and people who used the service were at the heart of how the service was managed.

The service was safe. Risks to people’s health and safety were assessed and mitigated and staff knew what to do to maintain people’s safety.

Medicines were managed in a safe way. There were enough staff deployed to ensure people received appropriate care and support.

People benefitted from a very comfortable environment where furnishing, décor and standards of cleanliness were of a very high standard. Outside space provided a very pleasant and comfortable area for people to enjoy.

Staff received a range of training relevant to their role. Staff said they felt very supported in their roles.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection: The service was last rating Outstanding at its last inspection in September 2016.

Why we inspected: This was a routine inspection as part of our ongoing inspection schedule.

Follow up: ongoing monitoring.